Wild Robin Casino - Player’s withdrawal is blocked and account details are not updated.

I would like to file a complaint against Wild Robin Casino regarding blocked withdrawals and a verification process that I am actively trying to complete, but cannot complete because Wild Robin has not updated my account information and has stopped responding.

I am a player from the Netherlands. I originally won approximately €37,000 in real money at Wild Robin. Several €1,000 withdrawals were successfully processed and received in my bank account, which I can prove with transaction records and bank statements.

After these successful withdrawals, Wild Robin restricted further withdrawals. My account now explicitly states:

"Withdrawals blocked – Withdrawals have been restricted by the administrator."

I currently have €19,000 in real-money funds remaining, with a €0 bonus balance. There are also €2,000 in withdrawal requests that have remained pending since 10/11 August.

During the prolonged delay, I unfortunately continued gambling with part of my original balance. This is why my current balance is lower than amounts shown in some earlier screenshots. I want to be completely transparent about this. I am not asking for money that I subsequently gambled. My complaint concerns the €19,000 real-money balance that currently remains in my account and which I am unable to withdraw.

I have repeatedly contacted Wild Robin to resolve the withdrawal restriction.

Initially, there was confusion about verification and Wild Robin even stated that they could not locate an account under my registered email address. They later confirmed in writing:

"We can confirm that we have successfully located your account."

They also confirmed that my verification and withdrawal concerns had been forwarded to their Verification Team.

Additionally, Arthur from the Wild Robin VIP team confirmed in writing on 20 August that I had already completed my passport verification and that my account and documents were being checked by the relevant department.

Later, a Proof of Address requirement appeared in my account. I am fully willing to provide this document.

However, my Wild Robin profile still contains my previous residential address in Haarlem, while I now live at a different address. The Proof of Address verification specifically requires a document showing my current address.

I contacted Wild Robin to resolve this before uploading the document.

On 27 August, Alexa, Wild Robin VIP Manager, wrote:

"Please share your current address so it can be updated in your account."

I provided my current residential address immediately and asked for confirmation once the update was completed, so I could submit the requested Proof of Address.

Wild Robin did not update it.

I followed up again on 31 August and again on 2 September. As of 4 September, I have received no response and my previous Haarlem address is still registered in my Wild Robin profile.

This leaves me unable to correctly complete the Proof of Address verification: Wild Robin requires proof of my current address, while Wild Robin itself has failed to update my account to that current address despite specifically asking me to provide it.

The matter is registered with Wild Robin under ticket #55143118.

I want to emphasize that I am not refusing or avoiding verification. I have cooperated throughout the process, completed passport verification, supplied my current address when requested, and I am ready to immediately provide valid Proof of Address once my account information is corrected.

I have evidence supporting all of the above, including my current €19,000 real-money balance and €0 bonus balance, the administrator-imposed withdrawal restriction, the €2,000 pending withdrawals, previous successful withdrawals, Wild Robin’s emails confirming my passport verification and account identification, Alexa’s request for my current address, my response, and screenshots showing that the old address remains registered and Proof of Address is still required.

I am asking for Casino Guru’s assistance in contacting Wild Robin and helping resolve this matter.

I am asking Wild Robin to update my residential address, allow me to complete the requested verification, process my pending withdrawals, remove the withdrawal restriction once verification is completed, and allow me to withdraw my remaining €19,000 real-money balance.

I am fully prepared to cooperate immediately with any reasonable KYC or AML verification request.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Robin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the issue seems to be a mismatch between the address you used to register with and your current address?
• Could you please specify when you registered your account with the casino and when you moved?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for taking the time to review my complaint. I am happy to clarify the situation.

1. Address mismatch

Yes, the issue concerns the difference between the address originally registered on my Wild Robin account and my current residential address.

However, I would like to clarify that the Haarlem address was not incorrect when I started using Wild Robin. It was my actual residential address at that time.

I checked my Wild Robin transaction history and my first deposit was made on 23 June 2025 (€20 via bank transfer). Therefore, I had already opened and was using my Wild Robin account by that date.

I moved from Haarlem to my current residence in Amsterdam at the end of June 2025.

So the situation is simply that I moved shortly after I started using Wild Robin, while my old Haarlem address remained registered in my account.

2. Why this has now become a problem

Wild Robin recently added a Proof of Address requirement to my verification. The verification page specifically requires a document showing my current address.

My Wild Robin profile, however, still displays my previous Haarlem address.

I did not want to upload a genuine Proof of Address for my current Amsterdam address while my casino profile still showed Haarlem, as this would create an unnecessary mismatch during KYC.

I therefore contacted Wild Robin and explained the situation.

On 27 August 2026, Alexa, VIP Manager at Wild Robin, specifically told me:

"Please share your current address so it can be updated in your account."

I provided my current residential address immediately and asked her to confirm once the update was completed. I also explained that I would upload the requested Proof of Address as soon as my account information had been corrected.

Despite this, Wild Robin has still not updated my address. I followed up several times, but I have received no further response.

As of today, my previous Haarlem address is still displayed in my Wild Robin account and Proof of Address is still marked as required.

3. My cooperation with verification

I want to emphasize that I am fully willing to complete all required KYC verification.

Wild Robin’s VIP Agent Arthur already confirmed to me in writing on 20 August 2026 that I had completed my passport verification and that my account and documents were being reviewed by the relevant department.

I am also ready to provide valid Proof of Address immediately. The only reason I have not uploaded it yet is that Wild Robin has not completed the address update they themselves asked me to provide.

Meanwhile, withdrawals remain restricted by the administrator and my account currently contains €19,000 in real-money funds.

4. Supporting evidence

As requested, I will send the relevant supporting evidence and my communication with Wild Robin by email to the address you provided, tomas@casino.guru.

This will include the communication regarding my address change, Wild Robin’s confirmation regarding my passport verification, screenshots showing the old address still registered in my account, the outstanding Proof of Address requirement, and evidence showing that I was already using Wild Robin on 23 June 2025.

I hope this clarifies the timeline. I remain fully available to complete the verification immediately and to provide any additional information you may require.

Thank you very much for your assistance.

Best regards,

Laurens ****

Thanks for the explanation.

We would recommend that you provide documents to support your current address and evidence of the change of address taking place, such as a previous lease or similar evidence of your previous address.

Please let me know the result.